Strategy + Stories

The complaints management blog

Here, we explore practical insights and use case studies to help teams reduce risk, improve outcomes, and lead with confidence.

Wednesday, April 2, 2025
Blog author
Emma Scott

Embedding vulnerability in complaint handling

Complaint handling leaders: discover how to embed vulnerability frameworks, track MI, and prove fair outcomes under the FCA’s Consumer Duty with system-level controls.

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People Sitting Around a Table To Listen and Discuss the Benefits of Complaint Case Management Software
Wednesday, August 13, 2025

Build a business case for complaint management software

Understand the data, language, and return of investment strategy you need to convince your C-level leadership to invest in better complaint software.

Blog author
Stevie Whitmore
An image of a gavel with a lettered tiles spelling out Verdict. There's also a closed book, pen and a post-it notes stating 'But it's far from over...'
Monday, August 4, 2025

Supreme Court motor finance ruling - What Section 140A of the Consumer Credit Act means for complaints and the FCA Redress Scheme

The Supreme Court’s motor finance ruling under Section 140A of the Consumer Credit Act triggers FCA plans for a £9–18bn industry-wide redress scheme.

Blog author
Ruby Knight
An Graphic Image of a Person Sitting on The End of a Question Mark.
Thursday, July 31, 2025

What is complaint case management software?

Complaint management software helps regulated teams capture, resolve, and learn from complaints — improving service, compliance, and oversight.

Blog author
Marcel Lattanzio